As digitization changes the entire industry, customers increasingly expect a consistent digital customer journey across multiple channels. Telco companies are facing saturated markets, declining revenues, increasing churn rates, as well as significant investment requirements in infrastructure such as 5G. Join this webinar and learn how digital process automation can address many of these challenges and help communication service providers modernize their business systems, become more agile and flexible, and create innovative offerings and omnichannel customer journeys. In this webinar, telco and IT practitioners from Vodafone, LionGate and WDW eLab will discuss: - Digital process automation: how it works and which aspects are key for telco companies - Use case: how Vodafone has optimized and digitized their business processes to modernize the IT environment - Business Impact: Creating a consistent multichannel customer experience

1. A Conversation With Industry Experts
Transforming Telcos with Digital
Process Automation

2. • This webinar will be recorded, and we’ll send all
registrants a link to the recording.
• We hope for this webinar to be interactive!
• There will be an opportunity to ask us questions
about the use case and our learnings.
3

3. 4
Armin Oppitz
Co-Founder,
LionGate
Franz Grabner
Lead Architect,
WDW eLab
Michael Voeller
Head of Project & Demand Management,
OTELO and Branded Reseller Business

4. 5
Agenda
5
The Role of Process Automation in Becoming A Digital Telco (Michael and Armin)
A Case Study and Key Learnings (Franz)
Q & A

5. 6
The Role of Process Automation in Becoming
A Digital Telco
Michael Voeller and Armin Oppitz

6. © 2019 LionGate AG www.liongate.de
u Products & service
portfolio, campaigns,
promotions
u Processes
u IT systems
u Increased number of
channels
The cost of complexity for telecoms
slide 7
u Simplification
u Automation
u Digitization
u Low customer
satisfaction
u High operating
costs
u No flexibility
and agility
~ 20 years of legacy Impact Call for action

7. © 2019 LionGate AG www.liongate.de
Telecoms is at a crucial turning point
slide 8
Source: tmforum, Open Digital Architecture
“Telecoms is at a crucial turning point. ….”
(…)
“While advances in virtualization, cloud
computing, machine learning and artificial
intelligence (AI) promise to radically improve
operational agility and efficiency, realizing
these benefits requires fundamental changes
to service providers’ IT organizations, systems
and corresponding business processes. Yet, as
an industry, we are still approaching IT as
we did in the 1990s."
CSP profits and data growth last decade.
Source: tmforum.

8. Burden of legacy IT platforms and architecture
slide 9
Source: EY – Digital
transformation – A global
telecommunications study

9. © 2019 LionGate AG www.liongate.de
Process Automation helps addressing the key challenges at CSPs
slide 10
Customer
Experience and
a consistent
omnichannel
Modernize
monolithic
OSS/BSS and
manage a
smooth
migration
Enable Open
APIs & 3rd Party
collaboration
Transform to
a Digital Agile
Operating
Model
Provide
automated
highspeed
Workflows for 5G,
IoT
Process
Automation

10. © 2019 LionGate AG www.liongate.de slide 11
u Customer Experience is key
differentiator
u Seamless and consistent
interaction across all
channels
u Process Automation is key capability
for a omnichannel experience
u E2E Processes define the customer
journey
u Process engine orchestrates the
journey
u Get analytic insights for continuous
improvement
Process
Automation
Customer Experience and a consistent omnichannel
Customer
Web/App
POS Call Center
Chat/
chatbot

11. © 2019 LionGate AG www.liongate.de
eTOM – still useful?
slide 12
“We innovate by
starting with the
customer and working
backwards. That
becomes the touchstone
for how we invent.”
- Jeff Bezos
Source: tmforum

12. © 2019 LionGate AG www.liongate.de
Omnichannel customer journey: Winback and retention
slide 13
Omnichannel
CustomerJourney
AutomatedProcess(inBPMN)
MEASURE
LEARNBUILD

13. © 2019 LionGate AG www.liongate.de slide 14
Board
IT Biz
BPM
Board
Transform to a Digital Agile Operating Model
u Establish BPMN as language between business and IT
u Extend Scrum artefacts with BPMN model and
analytic insights
u Establish living documentation and process
collaboration
u Establish Value Streams/Tribes around process
domains (in BizDevOps-Modell)
u BPM is producing outdated
documentation
u No process orientation within the
organisations silos
Process
Automation
BizDevOps
Domain 1
BizDevOps
Domain 2

14. © 2019 LionGate AG www.liongate.de
Agile process management is change.
slide 15

15. © 2019 LionGate AG www.liongate.de slide 16
u A lightweight open process engine
orchestrates Microservices and automates
business and network operations
u In combination with other Open Source
cloud services
u Process automation helps avoiding Big
Bangs and monoliths
Modernize monolithic OSS/BSS and manage a smooth migration
Process
Automation
u From monolithic OSS/BSS
u To flexible network facing
systems and customer facing
systems

16. © 2019 LionGate AG www.liongate.de
From OSS/BSS monoliths to Open Digital Architecture – how?
slide 17
Source: tmforum

17. © 2019 LionGate AG www.liongate.de slide 18
u Open API in combination with process
engines to automate and orchestrate
collaboration
u Monetize capabilities and enable a new
ecosystem
u Reduce integration efforts
Enable Open APIs & 3rd Party collaboration
Process
Automation
u Collaboration (with
Enterprises, 3rd parties,
reseller,…)
u This requires a new open
operating environment

18. © 2019 LionGate AG www.liongate.de slide 19
u Use Cloud computing for elasticity
u https://zeebe.io/
Provide automated highspeed Workflows for 5G, IoT
Process
Automation
u IoT and 5G require fully
automated processes
u Low margins (e.g. 10€ for 10
years), but high volume

19. 21
A Case Study and Key Learnings
Franz Grabner

20. © 2019 WDW eLab GmbH www.wdw-elab.de
Initial situation - Typical Telco legacy scenario
Customer Relationship
Management System
Promotion
System
Next Best
Activity
Service
DWH
Telecom
Intelligent
Network
DMS
Service
Gateway
SMS
Center
Risk &
Identity
Check
SOAPSOAP REST REST REST REST/SOAP FTP
App Web POS
UI-Backends/
Middleware
Middl
eware
Online-
partner
CRM/CCRetail-
Partner
Branded
Reseller
Channels
SOAPSOAP REST REST REST REST/SOAP FTP
Services
slide 22

21. © 2019 WDW eLab GmbH www.wdw-elab.de
Where are my processes? How do they perform?
Services
Customer Relationship
Management System
Promotion
System
Next Best
Activity
Service
DWH
Telecom
Intelligent
Network
DMS
Service
Gateway
SMS
Center
Risk &
Identity
Check
App Web POS
UI-Backends/
Middleware
Middl
eware
Online-
partner
CRM/CCRetail-
Partner
Branded
Reseller
Channels
SOAPSOAP REST REST REST REST/SOAP FTP
slide 23

22. © 2019 WDW eLab GmbH www.wdw-elab.de
Where are my processes? How do they perform?
slide 24
Services
Customer Relationship
Management System
Promotion
System
Next Best
Activity
Service
DWH
Telecom
Intelligent
Network
DMS
Service
Gateway
SMS
Center
Risk &
Identity
Check
App Web POS
UI-Backends/
Middleware
Middl
eware
Online-
partner
CRM/CCRetail-
Partner
Branded
Reseller
Channels
SOAPSOAP REST REST REST REST/SOAP FTP

23. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 1: “Wrap” existing middleware solutions &
track communication events
slide 25
Services
Customer Relationship
Management System
Promotion
System
Next Best
Activity
Service
DWH
Telecom
Intelligent
Network
DMS
Service
Gateway
SMS
Center
Risk &
Identity
Check
App Web POS Online-
partner
CRM/CCRetail-
Partner
Branded
Reseller
Channels
SOAPSOAP REST REST REST REST/SOAP FTP
UI-Backends/
Middleware
Middl
eware

24. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 2: Capture relevant communication events
slide 26
Services
Customer Relationship
Management System
Promotion
System
Next Best
Activity
Service
DWH
Telecom
Intelligent
Network
DMS
Service
Gateway
SMS
Center
Risk &
Identity
Check
App Web POS Online-
partner
CRM/CCRetail-
Partner
Branded
Reseller
Channels
SOAPSOAP REST REST REST REST/SOAP FTP
UI-Backends/
Middleware
Middl
eware

25. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 3: Identify processes and create BPMN
slide 27
u Analyse captured communication events
u Correlate transactions events to identify BPMN processes
u Conduct business and technical expert interviews
u Getting greater visibility of hidden backend process steps
u Perform reverse-engineering of existing legacy code
u Gaining a better understanding about legacy business logic

26. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 3: Identify processes and create BPMN
slide 28

27. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 4: Bring processes to life - Use captured events to
create live process monitoring
slide 29
order
request
captured
Validation OK
captured
registration
captured
Identifcation
response
captured
Activation
completed
captured

28. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 5: From monitoring to execution - Extend process with active
tasks
slide 30
order
request
captured
Validation OK
captured
registration
captured
Identifcation
response
captured
Activation
completed
captured

29. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 5: From monitoring to execution - Extend process with active
tasks
slide 31
order
request
captured
Validation OK
captured
registration
captured
Identifcation
response
captured
Activation
completed
captured
Double Check
Service

30. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 5: From monitoring to execution - Extend process with active
tasks
order
request
captured
Validation OK
captured
registration
captured
Identifcation
response
captured
Activation
completed
captured
Double Check
Service
Activation
Service
Activation
Service
Activation
Service
Activation
Service
slide 32

31. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 6: Complete transformation - Take over process by process
slide 33

32. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 6: Complete transformation - Take over process by process
slide 34
Services
Customer Relationship
Management System
Promotion
System
Next Best
Activity
Service
DWH
Telecom
Intelligent
Network
DMS
Service
Gateway
SMS
Center
Risk &
Identity
Check
App Web POS Online-
partner
CRM/CCRetail-
Partner
Branded
Reseller
Channels
SOAPSOAP REST REST REST REST/SOAP FTP
Process
Engine

33. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 7: Support other channels - Use and adapt existing processes
slide 35
Services
Customer Relationship
Management System
Promotion
System
Next Best
Activity
Service
DWH
Telecom
Intelligent
Network
DMS
Service
Gateway
SMS
Center
Risk &
Identity
Check
App Web POS Online-
partner
CRM/CCRetail-
Partner
Branded
Reseller
Channels
SOAPSOAP REST REST REST REST/SOAP FTP
Process
Engine

34. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 7: Support other channels - Use and adapt existing processes
slide 36
Services
Customer Relationship
Management System
Promotion
System
Next Best
Activity
Service
DWH
Telecom
Intelligent
Network
DMS
Service
Gateway
SMS
Center
Risk &
Identity
Check
App Web POS Online-
partner
CRM/CCRetail-
Partner
Branded
Reseller
Channels
SOAPSOAP REST REST REST REST/SOAP FTP
Process
Engine

35. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 7: Support other channels - Create dedicated processes
slide 37
Services
Customer Relationship
Management System
Promotion
System
Next Best
Activity
Service
DWH
Telecom
Intelligent
Network
DMS
Service
Gateway
SMS
Center
Risk &
Identity
Check
App Web POS Online-
partner
CRM/CCRetail-
Partner
Branded
Reseller
Channels
SOAPSOAP REST REST REST REST/SOAP FTP
Process
Engine

36. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 7: Support other channels - Create dedicated processes
slide 38
Services
Customer Relationship
Management System
Promotion
System
Next Best
Activity
Service
DWH
Telecom
Intelligent
Network
DMS
Service
Gateway
SMS
Center
Risk &
Identity
Check
App Web POS Online-
partner
CRM/CCRetail-
Partner
Branded
Reseller
Channels
SOAPSOAP REST REST REST REST/SOAP FTP
Process
Engine

37. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 7: Support other channels - Create dedicated processes
slide 39
Services
Customer Relationship
Management System
Promotion
System
Next Best
Activity
Service
DWH
Telecom
Intelligent
Network
DMS
Service
Gateway
SMS
Center
Risk &
Identity
Check
App Web POS Online-
partner
CRM/CCRetail-
Partner
Branded
Reseller
Channels
SOAPSOAP REST REST REST REST/SOAP FTP
Process
Engine

38. © 2019 WDW eLab GmbH www.wdw-elab.de
Step 8: Measure and improve - Gain insights and perform optimizations
slide 40
Services
Customer Relationship
Management System
Promotion
System
Next Best
Activity
Service
DWH
Telecom
Intelligent
Network
DMS
Service
Gateway
SMS
Center
Risk &
Identity
Check
App Web POS Online-
partner
CRM/CCRetail-
Partner
Branded
Reseller
Channels
SOAPSOAP REST REST REST REST/SOAP FTP
Process
Engine

39. © 2019 WDW eLab GmbH www.wdw-elab.de
Key takeaways
slide 41
🏆1
Process engine – a key
element in Telcos digital
architecture
🏆2
But also a vehicle to get
there – safe and easy
• Get transparency on legacy
• Transform and optimize - process
by process – no big bang
🏆3
Stay focused –
omni means all
• All processes, all channels, all
brands - omni
🏆4
Process management and
DevOps encourage agility
• Fail fast – MVP after three months
🏆5
Its not about technology
• Take change seriously
🏆6
Focus on operational
stability and flexibility
• Cloud computing provides required
elasticity
🏆7
We are there to help ;-)

40. © 2019 LionGate AG www.liongate.de slide 42
Armin Oppitz
Co-Founder
LionGate AG
armin.oppitz@liongate.de
Michael Völler
Head of Project- & Demand
Management
OTELO and Branded Reseller Business
michael.voeller@vodafone.com
Franz Grabner
Lead Architect
WDW eLab GmbH
franz.grabner@wdw-elab.de
Mike Winters
Camunda
michael.winters@camunda.com

41. 43
43
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42. Thank you

43. 45
Appendix

44. 46